Japanese
Japanese
Overview
As part of our efforts to prevent customer harassment, we are holding seminars for HR and labor management personnel of businesses and organizations.
- Gain knowledge of the legal framework, practical know-how, and the latest case studies necessary for preventing customer harassment.
- Available for online participation.
- An archive recording will be available
Industry organizations and business owners, as well as HR and labor management personnel based in Tokyo.
- I gained a better understanding of customer harassment and the basic approaches for responding to it.
- I learned the importance of establishing clear response procedures and role assignments within an organization.
- I came to understand the importance of supporting employees who have experienced customer harassment.
- The many practical examples helped me visualize how the information could be applied in the workplace.
Free of charge
Please apply for the seminar using the dedicated application form located at the bottom of this page for each session. If you wish to make any changes or cancel your application after submitting it, please contact the administrative office.
For changes or cancellations to your application
Administrative Office:info@customer-harassment-taisaku.metro.tokyo.lg.jp
FY 2026 Seminars
Session 1
In-Person
Date：
July 29, 2026(Wed.)
2:00 PM – 4:00 PM
Application Period：
June 22, 2026(Mon.) – July 23, 2026(Thurs.)
Title：
Countermeasures for Customer Harassment in In-Person Settings
Overview：
The first session will focus on customer interactions in face-to-face settings. Participants will learn key points of the amended Comprehensive Promotion of Labor Measures Act and related regulations, as well as organizational responses to customer harassment in face-to-face situations and specific response measures for cases where it is difficult to respond with multiple staff members. In the second half, a representative from the railway industry will present the current situation, initiatives, and future outlook within the industry.
1.Key Points of the Amended Comprehensive Promotion of Labor Measures Act and Related Regulations
2.Organizational Responses to Customer Harassment in Face-to-Face Settings
(Considerations for Initial Response, Considerations for Secondary Response, Cases Where a Multi-Person Response Is Difficult)
3.Case Study Presentation / Current Situation, Initiatives, and Future Outlook in the Railway Industry
4.Q&A Session
Format：
The live stream has ended.
You can watch the archived video at the bottom of the page.
Speaker
Japan Harassment Risk Management Association
Nose Miyuki
After working as a flight attendant for a commercial airline, she became a corporate trainer. Drawing on her customer service experience, she has delivered business etiquette and service etiquette training for companies, chambers of commerce, and other organizations across Japan. For nearly 30 years, she has also worked as a human resource development consultant, providing training in performance evaluation, business skills such as logical thinking and communication, and level-based programs on employee development and supervision. In recent years, she has conducted training programs and seminars on customer harassment, primarily for organizations in the logistics and home renovation industries.
Speaker
Japan Harassment Risk Management Association Certified Instructor
Ninomiya Tomoko
Originally from Miyazaki Prefecture, she began her career in the media industry, working for a television station and a national newspaper before transitioning to the apparel sector, where she was responsible for recruitment and training. She specializes in practical training programs designed to enhance customer service capabilities.She later led newly established Diversity Promotion and SDGs Promotion offices, focusing on initiatives such as developing female managers, promoting paternity leave, and designing systems that support employees’ work-life balance.She currently serves as an advisor to multiple companies and works with government ministries, local governments, universities, and research institutions, continuing her efforts to develop both people and organizations.
Industry Association: Japan Private Railway Association
Representative, Industry Association
Japan Private Railway Association
Chairman
Hao Ichiro
He joined the Ministry of Transport (now the Ministry of Land, Infrastructure, Transport and Tourism), serving as Private Secretary to the Minister of Transport and later as a Director-General-level official at the Ministry of Economy, Trade and Industry. He subsequently held a number of senior positions, including Director-General for Logistics Policy and Director-General of the Maritime Bureau at the Ministry of Land, Infrastructure, Transport and Tourism, as well as Director-General of the Ocean Policy Secretariat at the Cabinet Office. He has held his current position since 2022.Of Japan’s 216 railway operators nationwide, 72 companies—representing approximately 35% of the total (16 major operators and 56 regional and local operators)—are members of the Association. In terms of passenger volume, member companies account for approximately 44% of all rail passengers in Japan. The Association’s mission is to support railway companies in ensuring safe transportation, developing transportation networks, and improving customer service. The Association was among the first industry organizations in Japan to address customer harassment. In 2023, it established a basic policy and developed industry-wide guidelines on the issue.
Session 2
In-Person
Date：
October 14, 2026(Wed.)
2:00 PM – 4:00 PM
Application Period：
Sept 10, 2026(Thurs.) – Oct 7, 2026(Wed.)
Title：
Specific Measures Against Customer Harassment During In-Person Visits
Overview：
Session 2 will focus on specific measures against customer harassment occurring during in-person visits. Along with foundational knowledge of customer harassment, participants will learn concrete countermeasures—such as preventive strategies and on-site responses to customer harassment in visit-based situations—through real-world case studies, etc. In the second half, we will invite a representative from a home renovation industry association to introduce frontline case studies, association-wide prevention initiatives, current industry trends, and future outlooks.
1. Basics of Customer Harassment and Characteristics of In-Person Visits
2. Preventive Measures Before Visits and Ensuring On-Site Safety
3. Organizational Responses After an Incident and Preventing Recurrence
4. Case Examples: Current Status, Frontline Examples, Prevention Initiatives, and Outlook in the Home Renovation Industry
5. Q&A Session
Format：
An archived video will be made available at a later date.
Speaker
Representative Director, Cocoro Managements Co., Ltd.
Yu Iwade
Certified Small and Medium Enterprise (SME) Management Consultant / Specified Labor and Social Security Attorney / Industrial Counselor. After passing the Labor and Social Security Attorney examination, he provided HR and labor management support at a health insurance association and an accounting firm before establishing his independent practice in 2019. In a previous role, he was involved in rebuilding an organization that faced a 100% turnover rate, successfully reducing and maintaining it at 0% for four consecutive years. Under the theme of “Creating a workplace where employees genuinely want to work,” he supports employee retention while focusing heavily on harassment prevention training and awareness initiatives. He has assisted nine organizations—primarily in the home renovation industry—in creating customer harassment response manuals, delivering practical and actionable solutions.
Speaker
Japan Harassment Risk Management Association Certified Instructor
Tomoko Ninomiya
Originally from Miyazaki Prefecture, she began her career in the media industry, working for a television station and a national newspaper before transitioning to the apparel sector, where she was responsible for recruitment and training. She specializes in practical training programs designed to enhance customer service capabilities.She later led newly established Diversity Promotion and SDGs Promotion offices, focusing on initiatives such as developing female managers, promoting paternity leave, and designing systems that support employees’ work-life balance.She currently serves as an advisor to multiple companies and works with government ministries, local governments, universities, and research institutions, continuing her efforts to develop both people and organizations.
Industry Association: Housing Renovation Promoting Council
Housing Renovation Promotion Council
Secretary-General
Takao Kidokoro
Born in Kanagawa Prefecture in 1963. Joined a homebuilding company in 1986, working in the design and construction supervision of apartment buildings, commercial facilities, and elderly care facilities. In April 2021, appointed Secretary-General of the Housing Renovation Promotion Council, a general incorporated association. Comprising organizations involved in housing and home renovation, the Council undertakes a range of initiatives to improve the home renovation market and stimulate demand.
Nissoren Renovation Promotion Council
Director and Head of Business Operations
Hidekazu Watanabe
Born in Yokohama in 1961. Has worked in sales, planning and design, and construction management for interior construction projects involving homes and other buildings. With approximately 30 years of experience serving individual renovation clients, possesses extensive practical expertise in building mutual understanding and consensus with consumers who hold diverse values, as well as in handling complaints and resolving disputes. Currently draws on this experience to provide renovation businesses with training and lectures on specialist knowledge, construction techniques, and customer relations.
Japan Housing Renovation Industry Association (JERCO)
Director
Yasuo Soma
Born in Hokkaido in 1960. Appointed Secretary-General of JERCO’s Kanto-Koshinetsu Branch in 2012 and Secretary-General of its national headquarters in 2016; has served as a director since 2025. Has held several industry positions, including membership of the committee responsible for preparing training materials for home extension and renovation consultants and vice-chairmanship of the Housing Renovation Promotion Council’s Market Environment Improvement Committee. Also involved in the administration of the Council of Registered Housing Renovation Business Associations, contributing to the development of the industry and improvement of the market environment.
3Details of the session will be announced sequentially.
4Details of the session will be announced sequentially.
